I just took my sons 12 week old shoes back to Marks as the sole had holes in. He only wears them for school and is seated for 4 and a half hours of that. The rest of the shoe is fine and it's only the soles, indicating the soles are of inferior quality. My son is an average weight and height for his age but the lady told me he was heavy footed.
Then I told the assistant to call Head Office straight away and hand me the phone. She got the service manager out who wanted to send them to Head Office but I said 'No, I want to speak to head office now, please get them on the phone for me'. She didn't.
The customer service manager told me they were obviously well worn and admitted that they were in good condition apart from the sole??
Then told me they were not for school wear!
After much loud complaining she gave me a refund but insisted I should not let my son wear these shoes to school???
We went out onto the shop floor and even though they were with the school dept she said they were not advertised as suitable for school....THEN my partner turned around and the manniquin wearing full school uniform was wearing the same shoes!!
We showed her and she said 'no, that's just a manniquin, where does it say you can wear these shoes to school?' We said 'It's wearing a school uniform!!!
She was very stern and walked away from us at this point without admitting that these were marketed as school shoes!
I was in tears by the end of this mammoth shop return.
Ok. I got my refund but I can not believe the customer service experienced in Marks and Spencer. I have always raved about that store and the quality of both merchandise and staff members so I am really disappointed in my experience.
Is this a bad experience from a bad employee or is Marks going downhill rapidly??